ewallet problem with *********** consultant

I sent money via instant money. The person tried collecting it but the atm kept saying technical error. Then eventually said the voucher has been redeemed even though they did not receive the money. I went to standard bank tygervalley, the consultant did not know how to log a complaint and said one of his colleagues will assist me once I leave and will get an sms confirming a complaint was logged. I have not received any correspondence from the bank or my money! I tried calling ewallet service on ***. It just says the network overloaded and cuts the call. I need urgent assistance!